IT Operations Manager
Venturia
Total years of experience :19 years, 0 Months
• Managed day-to-day operations of the tech team.
• Translated business goals, feature concepts and customer needs into prioritized business requirements.
• Analysed business requirements to determine, recommend and plan projects.
• Conducted rigorous testing to validated code and ensure that it meets the project specifications and requirements.
• Provided technical support to developers, suppliers and other team members during the course of development and implementation.
• Liaised between client, vendors and internal staff.
• Led communication with stakeholders regarding timely and efficient reporting.
• Implemented new technology-based global projects such as ZBiddy.com.
• Actively imparted and provided recommendations for process improvements.
• Participated in the hiring process while interviewing and testing candidates.
• Identified prospective clients and set up meetings to present value services and offerings.
• Developed and negotiated proposals and contracts.
• Represented the company at conferences and marketing events.
• Updated and maintained information on company website.
• Supervised the setting-up of events and promotions.
• Managed promotional stalls at inter-collegiate cultural events.
• Handled delivery of PR invitations.
• Contacted invitees via phone calls to confirm attendance.
• Co-ordinated the flow of the events with the Event Manager.
• Assisted the Event Manager with managing logistics, equipment needs, scheduling and participant communications.
• Answered inbound customer calls and complaints.
• Managed call flow and responded to technical support needs of customers.
• Resolved customer issues in a clear, courteous and straightforward manner.
• Demonstrated professionalism and courtesy with customers at all times.
• Identified and solved technical issues with a variety of diagnostic tools.
• Created cases and claims for damaged, lost or displaced packages.
• Handled escalations from junior agents.
• Mentored new agents to assist them with taking calls.
• Participated in the call monitoring and grading of new agents.
• Assisted the Team Leader with generating daily reports.
1 year Post Graduate Diploma in Customer Relationship Management.
3 year Bachelor of Science in Information Technology